Caterpy Return & Exchange Policy
Our Commitment to Your Satisfaction
At Caterpy, our primary goal is to ensure you are completely satisfied with your purchase. If, for any reason, you're not happy with your order, we offer a straightforward return and exchange policy to make the process as easy as possible.
Eligibility for Returns and Exchanges
- Timeframe: You can return or exchange any item within 5 days of receiving your order.
- Condition of Returned Items: The product must be returned in the same condition as when it was received. This includes all original packaging, tags, and accessories. Items that show signs of wear, damage, or alteration are not eligible for a return or exchange.
- Non-Returnable Items: Please note that cutting or physically altering the laces voids the eligibility for a refund or exchange.
How to Initiate a Return or Exchange
- Contact Us: Start by reaching out to our customer service team through support@caterpy.us, providing your order number and the reason for the return or exchange.
- Prepare Your Return: Securely package the item(s) in their original packaging to ensure they are returned in the condition they were received. Please also include a slip of paper with your ORDER NUMBER and a short note on if you are looking for a refund OR if you are looking for an exchange. If an exchange is desired, please include a note detailing the units you would like to receive. As long as we have the units in stock they will be sent out after reception of the original items.
- Shipping Costs: Customers are responsible for covering return shipping costs, except in cases where the product is defective or we made an error in your order. In such cases, we will provide a prepaid return shipping label.
Processing Your Refund or Exchange
- Refunds: Once we receive your returned item and confirm it meets our return conditions, we will process your refund. Refunds are typically issued within 7-10 business days and will be credited to your original method of payment.
- Exchanges: If you're exchanging your item, we will send out the replacement product after receiving and inspecting the returned item. We will notify you once the exchange has been processed and shipped.
Defective or Incorrect Items
- If you received an item with a manufacturing defect or an incorrect product, please contact us immediately. We will cover all costs associated with the return and ensure you receive a replacement at no additional cost to you.
FAQs
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Can I return or exchange an item after 5 days?
Unfortunately, returns and exchanges are only accepted within the 5-day window from when you received your product. -
What happens if I cut the laces before deciding to return them?
Cutting or physically altering the laces voids the return or exchange eligibility. In some cases a one-time replacement may be offered, but please note this is offered in a case by case basis at the discretion of our team. -
Do I have to pay for return shipping?
Yes, customers are responsible for return shipping costs unless the return is due to a manufacturing defect or an error on our part.
Contact Us
If you have any further questions or concerns about our return policy, feel free to reach out to our customer service team at support@caterpy.us. We're here to help!